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Co-operative Bank Financial Advisers Limited
Financial Ombudsman decision DRN-5078123 Upheld
Upheldoutcome, as published by the Ombudsman
£16,750redress stated in the decision
Wed Nov 13deadline to accept (not the decision date)
The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.
What this decision was about
Identity checks and access, Complaint handling
In the Ombudsman’s words
the advisor gave Mr O information about his account balance and recent transactions without first asking any security questions to confirm Mr O’s identityIdentity checks and access
Mr O also wasn’t happy that he hadn’t received an acknowledge of his complaint from Co-opComplaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5078123.pdf on financial-ombudsman.org.uk.
The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.